Why is data missing from my Team Performance report?

Team Performance pulls its metrics, like cases solved, from the support platforms connected to Assembled. If that connection has a syncing issue, a metric can stop appearing for one or more of your sites, even when nothing has changed on your end. This article covers how to check your connection and what to have ready if you need to contact support.

Why would data stop appearing in Team Performance?

Team Performance metrics depend on an ongoing sync between Assembled and your source system, such as Zendesk or Salesforce. If that sync is interrupted or delayed, even briefly, one or more metrics can go missing for the affected site until the sync catches up or is refreshed.

How do I check my integration's sync status?

1. Navigate to Configure > Third-Party Integrations.
2. Find the integration card for the source system feeding your Team Performance data, for example Zendesk or Salesforce.
3. Check the sync status shown on the card.

A green status means the connection is syncing normally. A red or failed status means the sync has stopped, and the affected data will not update until it's resolved.

What should I check before contacting support?

Having a few details ready when you reach out helps us find the cause faster:

• Which metrics are missing. For example, cases solved, adherence, or handle time. A screenshot showing the blank columns helps.
• When you first noticed it. Today, or over a longer period?
• Any recent changes to agent assignments, site configuration, integration settings, or admin credentials.
• Your sync status, from the check above.
• Your source system, such as Zendesk or Salesforce.

What if my sync status looks fine but data is still missing?

Contact Assembled support with the details above. Missing Team Performance data is often resolved with a data refresh on our side. If it happens again afterward, let us know so we can look further.